Description
We would like to request a feature that allows agents to select multiple tickets directly from the ticket overview and merge them into a single ticket.
Use Case
When importing tickets (e.g., via email), it can happen that multiple tickets are created for what is the same issue or conversation. Currently, merging requires opening tickets individually, which is time-consuming.
Proposed Solution
Add a bulk action in the ticket overview that enables users to:
- Select multiple tickets via checkboxes
- Use a “Merge Tickets” action
- Choose a target ticket (or create a new one)
- Automatically merge all selected tickets into it
Benefits
- Saves time when handling duplicate or related tickets
- Improves workflow efficiency for support teams
- Reduces manual effort and context switching
Additional Notes
This feature would be especially helpful in scenarios involving ticket imports or high-volume email processing.